At a Glance
- Tasks: Be the friendly face of our piers, helping guests with tickets and ensuring a smooth boarding experience.
- Company: Join a vibrant team at a leading visitor attraction in London.
- Benefits: Seasonal role with flexible hours, great team spirit, and valuable customer service experience.
- Other info: Perfect for students looking for summer work with opportunities to learn and grow.
- Why this job: Make unforgettable memories for visitors while enhancing your communication and teamwork skills.
- Qualifications: Customer service experience and a passion for helping others are essential.
The predicted salary is between 12 - 15 £ per hour.
Please note this is a seasonal position until the end of September working on our Piers. You could at any time be working on any of our Pier locations, which include: Tower Millennium Pier, Westminster Millennium Pier, London Eye Waterloo Pier and Greenwich Pier. Please bear this in mind when applying.
Operating as the first point of contact for our visitors, the Guest Experience Assistant – Pier Crew supports us in our mission to create amazing experiences for our guests by delivering a professional, polite and proactive service at the Ticket offices and across the Piers. As a member of the Pier Crew, you will rotate between working as a sales agent in our ticket office, managing passenger flow and assisting guests with boarding and disembarking of our vessels.
Customer Service
- Provide exceptional hospitality to guests and coworkers as prescribed in our RESPECT service system.
- Ensure that the highest level of customer care is shown at all times to ensure a clean, comfortable and safe environment for all our passengers.
- Process pre-booked Voucher and Trade customers accurately and efficiently at the ticket office.
- Deliver clear and effective communication to customers in regards to service delays or cancellations.
- Troubleshoot discrepancies with customers’ tickets/boarding information.
- Responding to customer queries using your knowledge of London, its attractions and City Cruises products.
Safety
- Adhere to all Health and Safety requirements in accordance with the company’s Safety Management System (SMS), ensuring the safety of passengers is protected at all times.
- Participate in routine safety drills to prepare for major incidents.
- Maintain the cleanliness and safety of all common areas.
- Manage visitor flow, especially when large groups of passengers are on-board the vessel.
Sales
- Work as part of the Pier team to ensure that Daily Revenue Targets are met by selling a variety of tickets for our local Sightseeing, Attractions and Dining products.
- Actively promote our local and global products and services.
- Strive to meet daily targets through a proactive and planned approach, actively promoting on-board/ticket promotions as appropriate.
- To account for all cash handling and credit card payments accurately and in accordance with company policy and procedures.
Administrative/Other
- Completion of all pre-departure forms and checklists.
- Full completion of all daily forms and logs.
- Support with the delivery of Special Events.
- Be prepared to begin work at scheduled time.
- Maintain uniform and personal grooming in compliance with appearance standards.
- Additional duties as may reasonably be required.
- Be an Ambassador for our RESPECT Service System.
Requirements
- Previous experience in a guest services/customer facing role within the visitor attraction/hospitality industry.
- Previous experience of providing an “At Seat” service with a willingness to proactively approach guests.
- Customer service orientated – Actively looks for ways to promote our business and enhance the guests’ experience.
- Ability to work effectively as part of a collaborative team to achieve on-board sales/revenue targets.
- Excellent communicator with the ability to effectively understand and convey written and verbal information to guests and coworkers.
- Demonstrable experience in upselling and cross-selling multiple products and services.
- Flexible “can do” approach with the ability to stay calm and work well under pressure.
- Intermediate level Maths and English language skills (minimum A-C at GCSE level or equivalent).
- Available to work shift patterns covering Monday to Sunday and inclusive of public/bank holiday and some evenings to assist with special events.
- Able to work for extended periods of time without sitting.
Desirable though non-essential
- Experience with POS systems, apps and software highly desirable.
- Ability to speak a second language.
- Relevant industry/customer service related qualifications.
- Knowledge of Health & Safety procedures and/or first aid qualified.
Customer Service Assistant - Pier Crew in London employer: Hornblower
Hornblower is an excellent employer, offering a vibrant work culture that prioritises teamwork and exceptional customer service. Located in the heart of Greater London, employees benefit from flexible working hours, opportunities for personal growth, and the chance to engage with diverse guests, making every day rewarding and meaningful.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Assistant - Pier Crew in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hornblower. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hornblower before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Assistant - Pier Crew in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hornblower:Your cover letter is your chance to shine! Tell us why you want to work at Hornblower specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hornblower!
How to prepare for a job interview at Hornblower
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
